columbia gas - poor customer service

Melissa Grandstaff

704 Hemlock Street

Pittsburgh, PA 15202

412 761-9902 Day

412 734-5729 Evening

March 16, 2007

Columbia Gas

Attn: Customer Relations Dept.

P.O. Box 910

Smithfield, PA 15478

Re: Accounts 10536064 003 000 5 and 10536064 002 000 6

I made arrangements with Columbia Gas to come to my home on Friday, 3/16/2007 to read the meters inside of my home as I have not had an actual reading on them since March 2006. The appointment time was to be between 8am and Noon. I scheduled a day off from work without pay to be home for this appointment.

At approximately 9:30am, I looked my side window and saw a Columbia Gas van pulled over in front of my neighbor’s house at 712 Hemlock Street. I saw a Columbia Gas employee in my neighbor’s front yard so I am sure he was over there. I assumed he would come to my house next. By the time I went to my front door, the van was gone. I phoned your office at that time and was told that he was not there for me. The person coming to my address would not be in a Columbia Gas vehicle but would have ID. I stayed in the front room of the house and checked the window numerous times until 1:30pm. At this time I phoned your office again. Your representatives (I spoke with 2 of them) informed me that my meter had been read at approximately 9:30am. I tried numerous times to explain to your reps that no one had been in my home and that my meters had not been read. And numerous times they told me that the technician DID read my meter. One of them even gave me a reading. I reminded them I had 2 meters and there should be 2 readings. I suppose it did not occur to either of them that possibly the technician made a mistake. They seemed appalled that a customer might be upset under the circumstances.

When asked about rescheduling, I asked for a Saturday appointment or an appointment after 4:30 during the week. I was told by Jeremy, ID #5175 that you don’t do readings on Saturdays. After placing me on hold, she offered a Saturday appointment between the hours of 8am and 4pm. I said this is not acceptable. I have already spent 6 hours waiting and I think it is ridiculous to expect me to wait around for another 8 hours. Columbia Gas had no qualms informing me that if I was not home when they arrived for the appointment, I would be charged $40.00. So how about paying me for my time? I currently earn $18.00/hour at my job so perhaps Columbia Gas should reimburse me for my time due to your mistake.

For the record, this is not the first time this has happened to me. That last time I took a day off of work to have the meters, Columbia Gas never showed at all.

Regards,

Melissa Grandstaff

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